AccountId: 011433970860
ContactId: c3ac8952-4824-4c7e-a66e-cb921dd655dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111980 ms
Total Talk Time (AGENT): 52329 ms
Total Talk Time (CUSTOMER): 43706 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c3ac8952-4824-4c7e-a66e-cb921dd655dc_20250306T21:20_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. How are you?
[AGENT][POSITIVE] I'm doing good, [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good too, thanks for asking. Um, I'm looking for a patient's claim status and um could you please help me out?
[AGENT][NEUTRAL] Yes, I can help you with claim status. [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh yes, sure. My callback number is [PII] with an [PII] of [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII] and the policy number is D43732046.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, we're gonna need to transfer you now over to Web TPA so that they can assist you further with that claim information. It's gonna be a brief hold while I transfer you. Let me give you that phone number just in case the call gets disconnected along the way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll choose option one.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, brief hold for you [PII]. You have a good day and thank you for calling APL. Bye bye sir.
[CUSTOMER][NEUTRAL] Please forward.
[CUSTOMER][POSITIVE] Have a great day. Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you for calling